公开(公告)号：US20230177533A1

公开(公告)日：2023-06-08

申请号：US17984665

申请日：2022-11-10

Applicant: Nice Ltd.

Inventor： Yuval SHACHAF ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/0201 ,  G06Q30/016 ,  H04M3/51 ,  G06Q10/0635 ,  G06Q10/0637 ,  H04M3/523

CPC classification number: G06Q30/0201 ,  G06Q30/016 ,  H04M3/5166 ,  H04M3/5183 ,  G06Q10/0635 ,  G06Q10/0637 ,  H04M3/523 ,  H04M2203/551

Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.

公开(公告)号：US11551243B2

公开(公告)日：2023-01-10

申请号：US17541856

申请日：2021-12-03

Applicant: Nice Ltd.

Inventor： Yuval Shachaf ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523 ,  G06Q30/02

Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.

公开(公告)号：US11232463B2

公开(公告)日：2022-01-25

申请号：US16106075

申请日：2018-08-21

Applicant: Nice Ltd.

Inventor： Yuval Shachaf ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/02 ,  G06Q30/00 ,  H04M3/51 ,  G06Q10/06

Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.

公开(公告)号：US20200013068A1

公开(公告)日：2020-01-09

申请号：US16029023

申请日：2018-07-06

Applicant: NICE LTD.

Inventor： Adi Pony ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/00 ,  H04M3/22 ,  H04M3/51

Abstract: A system and method for calculating a journey excellence score (JES) for a customer journey in a contact center, including, during a training phase: representing each of a plurality of tagged customer journeys by a list of attributes and a value associated with each of the attributes, wherein each of the tagged customer journeys is tagged with respect to a dissatisfaction indicator, and training a model using the plurality of tagged customer journeys, based on the associated values and tags, to generate model weights; and at runtime: obtaining the customer journey; representing the customer journey by the list of attributes and a value associated to each of the attributes; and calculating the JES for the customer journey by applying the model weights to the associated values.

公开(公告)号：US11816676B2

公开(公告)日：2023-11-14

申请号：US16029023

申请日：2018-07-06

Applicant: NICE LTD.

Inventor： Adi Pony ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/01 ,  H04M3/51 ,  H04M3/22

CPC classification number: G06Q30/01 ,  H04M3/2227 ,  H04M3/5175

Abstract: A system and method for calculating a journey excellence score (JES) for a customer journey in a contact center, including, during a training phase: representing each of a plurality of tagged customer journeys by a list of attributes and a value associated with each of the attributes, wherein each of the tagged customer journeys is tagged with respect to a dissatisfaction indicator, and training a model using the plurality of tagged customer journeys, based on the associated values and tags, to generate model weights; and at runtime: obtaining the customer journey; representing the customer journey by the list of attributes and a value associated to each of the attributes; and calculating the JES for the customer journey by applying the model weights to the associated values.

公开(公告)号：US11790380B2

公开(公告)日：2023-10-17

申请号：US17984665

申请日：2022-11-10

Applicant: Nice Ltd.

Inventor： Yuval Shachaf ,  Gennadi Lembersky ,  Roy Klein

IPC: G06Q30/0201 ,  H04M3/51 ,  G06Q10/0637 ,  G06Q30/016 ,  G06Q10/0635 ,  H04M3/523

CPC classification number: G06Q30/0201 ,  G06Q10/0635 ,  G06Q10/0637 ,  G06Q30/016 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/523 ,  H04M2203/551

Abstract: A method and system for analyzing interactions (for example between a person and an organization) may include for a number of series of interactions (which may be termed journeys), each interaction represented by a channel and a reason, iterating over the series of interactions by selecting initial information including an interaction subset including one or more interactions, and if there is a set of interaction series among the series of interactions meeting certain conditions, adding an interaction to the interaction subset and determining in a recursive fashion if for the interaction subset, there is a subset among the set of interaction series meeting the conditions which also meet the conditions. Conditions may include a threshold average rating for the set of interaction series, and a threshold number of interaction series in which the interaction subset is found.

公开(公告)号：US10135977B1

公开(公告)日：2018-11-20

申请号：US15821957

申请日：2017-11-24

Applicant: Nice Ltd.

Inventor： Natan Katz ,  Gennadi Lembersky ,  Roy Klein

IPC: H04M3/493

Abstract: Methods and systems for optimization of interactive voice recognition (IVR) system processes are provided. One or more desired optimization parameters can be determined based on an IVR transaction log that includes a plurality of IVR journeys. The IVR journeys can be filtered, transformed into vectors and/or clustered.